Pet Supplies Plus South Naperville — Local services in Naperville

I have been going to this location for several months, and up until today, I really enjoyed my experience each time I went in. However, today, I am more than disappointed. I originally went to the store to purchase some Hill's dog food since the advertisement online said that if you purchase $50 or more, you receive 20% off. I also had a mail coupon that I wanted to redeem that had nothing to do with the Hill's purchase. When I got to the register, the cashier told me that she would not accept both the online sale and my coupon. Since I have always been able to get sale price while using a coupon, this was very upsetting. She then told me that I could use any reward points I had. When I agreed to use reward points, I then found out that I didn't have any because, not one employee in this store, had told me that I needed to link my in store account with an online account. I was under the assumption that by giving my email and phone number each time I visit, that I was earning points. So, now, I have lost several months of points on dog food, treats, and self-service washes. When I asked for help from the cashier, I was told she couldn't access any of my information from her end, and then I was sent on my way. I was given no resolution, I wasn't asked for prior receipts, asked if I wanted to speak with a manager, etc. I thought the customer service today was extremely poor, and I did not feel like a valued customer.

Lastly, I would like to say some of the employees at this store are extremely kind at helpful. Today must have been the exception. Of the two girls working (I dealt with both), I really didn't appreciate the one girl's tone. The other girl was neither friendly or rude. She also told me information about their previous manager, which is unprofessional...

I've come to this location to bathe my dog multiple times and have purchased the "bathe bundle" at least once. I have a VERY large dog, at least 135lbs, who has A LOT of thick hair, and the staff have always been understanding that it would take a decent amount of time to bathe my dog. However today left such a sour taste in my mouth that I will not be coming back. Was third in line to bathe my dog, so I was already waiting at least 30-40 minutes when I was told a 15 minute wait; which is not what I am upset about, I understand, sometimes people need time to wash and dry their dog, I would know. It got to my turn to wash my dog, I got 30 minutes in and probably had 20 minutes left. I don't know if it was a policy change or an angry suburban mom complained it's taking too long to bathe her doodle, but an employee came over and rudly told me it was a 20 minutes wash only. Now I'm not so self absorbed that the information upset me; however the tone that was used made me feel uncomfortable, flustered, and shamed that it was taking a little bit more time bathing my dog that takes 20 minutes to get wet. Like stated before, I have bathed my dog her multiple times, some even taking about an hour and a half, and have never had an issue. So, again, don't know if it was a policy change or no, but it certainly doesn't say anything about a time limit on their website. And in the case it was some angry customer complaining that they chose a busy weekend day to bathe their dog and unfortunately got stuck behind me, it is absolutely not fair, nor professional for a disgruntled employee to take their anger out on me. So if you have a big dog, I would recomend finding either a different location or an actual grooming salon before they too seem to discriminate...

We were regular customers of this store for years. When my dog's feet and belly get muddy from running at the dog park, I would stop here to hose her off in their self-wash before going home. A couple of years ago, I stopped in on a Sunday, to hose her off. They close at 6:00. I stepped to the counter, asked for a wash, and was brusquely told that the wash closes a half hour before closing. I pointed out that it was 5:23. I was brusquely told that the wash had already been cleaned. I said that I just had to hose off her feet. No. It was closed. So, I stopped going to this store for anything . . . until today.

I was in a hurry. I walked in, asked for a wash, and was asked if I had, or wanted, one of their wash cards: 5 washes for $40. No, I don't come here frequently enough to justify it. Without the card, the wash was $14!!!! They used to be $10.

Was asked how many towels. I asked for 1 because I only had to rinse her paws and belly. She gave me two, and good thing. They used to have towel-sized towels. These were the size of a hand towel.

My dog stepped into the tub, I hooked her to the tether, and turned to get an apron. Neither one had a neck strap with both a male and female clasp. One strap was tied around the clasp of the other strap, leaving the neck hole too small to fit over my head. Untying it, I found it impossible to re-tie it around my neck because of the one clasp.

So, I had to do without an apron. Fortunately, as it was not a complete wash, I managed.

The spray nozzle is the twist kind. It turns on and changes from a jet to a mist as you twist it. A poor design for a dog wash.

At $14, I will...